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Our Performance
Our latest activity data
On this page you will find information about some of the key metrics on our performance. These are things that we monitor regularly to make sure that our service to you is improving.
We welcome your feedback, and if you have suggestions for improvement please let us know via the Feedback Form.
If you'd like to get more involved in helping us develop and ensure that we're a practice that's fit for the future, we welcome new members to our Patient Participation Group. If you're interested in joining, or to find out more, please visit our PPG page.
Data Summary
Appointment types
Total appointments delivered (all types)
- September: 5748
- August: 5458
Total number of appointments booked that took place in the specified month. No specific target, but should remain relatively stable.
Total doctor/PA/ANP appointments delivered
- August: 3131
Total number of appointments booked that took place in the specified month delivered by either a Doctor, Physician Associate, or Advanced Nurse Practitioner. No specific target, but should remain relatively stable.
Total nurse/HCA appointments delivered
- August: 1833
Total number of appointments booked that took place in the specified month delivered by either a Nurse or Healthcare Assistant. No specific target, but should remain relatively stable
Total appointments delivered (Mental Health Nurses)
- August: 108
Total number of appointments booked that took place in the specified month delivered by either a Nurse or Healthcare Assistant. No specific target, but should remain relatively stable. N.B mental health nurse appointments are generally 45 minutes in length.
Did Not Attend
Total appointments where patient did not attend (DNA)
- September: 192
- August: 163
Appointment turnaround
Appointments provided 'on the day'
- August: 2376
Appointments provided within two weeks (excluding same day)
- August: 1678
% total appointments provided within two weeks
- August: 74%
Calls and eConsults
Total calls received
- September: 8408
- August: 6569
Ratio of calls to appointments
- August: 1.203:1
The ratio of calls to appointments provides an impression of the reliance of telephony for appointment booking. A very high ratio would suggest that multiple calls are required before an appointment is provided. Initial target is 1:1, with an expected gradual drop off as more activity is provided via online channels
Total calls received requesting same-day appointment
- August: data coming soon
Total calls received where patient request was not fulfilled
- August: data coming soon
Total e-Consult or triage requests received
- September: 160
- August: 248
Total number of requests submitted via the website, or by reception on behalf of patients who have called.
Reception
% calls answered within 300 seconds (5 minutes)
- September: 28%
- August: 35%
Average time to answer
- September: 448 seconds
- August: 418 seconds
Total compliments received
- August: data coming soon
Total complaints received
- August: data coming soon